Malwarebytes Premium 3.5.1 rejects to open WS_FTP Pro v12.6

[rorou]

Hello,

unfortunately I'm experiencing problems with WS_FTP Pro newest version (12.6) together with Malwarebytes Premium newest version (3.5.1). When MB is running one can't start WS_FTP. It comes up with an error and doesn't start at all. I attached the error message to this topic. I did configure all .exe Files as exclusions in MB but it doesn't help. Only full closure of MB makes WS_FTP starting and working normally.

Thx for your efforts in advance!

Regards

Roland

[Malwarebytes]

***This is an automated reply***

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[rorou]

I'm running Windows 10 Pro 64bit German. I forgot that ?

[Firefox]

3 minutes ago, rorou said:

with WS_FTP Pro newest version (12.6) together with Malwarebytes Premium newest version (3.5.1).

Hello and Welcome... v3.5.1 is not the newest version...

First upgrade to the latest version, and if that does not correct your issue, provide the requested logs from the Bot above...

Download the Latest MB3 v3.6.1.2711 CU 1.0.463 from ->>RIGHT HERE<<-

[rorou]

Please find the logs attached. Thx!

mbst-grab-results.zip

[Firefox]

Thanks for the logs, that should give @dcollins some good into to help diagnose to see what may be going on here.  Lets wait for him to review them...

[exile360]

Please try disabling the individual protection components of Malwarebytes one at a time to see if any one component is causing the issue.  You may do this by right-clicking on the Malwarebytes tray icon and clicking on the name of the protection component then clicking Yes to the User Account Control prompt.  After disabling each one, try launching the program again to see if it now works and it doesn't, re-enable the component and then try disabling the next one and let us know if disabling any one component fixed the issue.  If that does not resolve it, then try disabling self-protection which can be found in the main Malwarebytes window under Settings>Protection in the Startup Options section near the bottom of the tab and is called Enable self-protection module.

Please let us know if you tested this and if disabling any individual component worked to allow the program to run as that should give the team a good place to start looking to find the root cause of the problem.

Thanks

[rorou]

Hello,

the deactivation of the "self-protection module" in settings > protection has no effect. I walked through the step by step disabling protection components. When disabling the "Malware protection" I can start WS_FTP Pro again. But I have to wait for about 5-6 seconds to start it again. So it seems that still there is a process active delaying the start process. When I start WS_FTP within 3 seconds after closure it results in the error mentioned above in my initial message. Hope it helps. Reagards Roland

[exile360]

OK, good, so at least you've isolated which module is causing the issue.  The delay is probably because of the time it takes Malwarebytes to fully unload that module from memory since it has a driver and databases loaded into memory while it is running.  That info should help the staff to figure out exactly why this is happening and hopefully get it fixed.

I noticed in your logs that it indicates that the Malwarebytes shell extension which allows you to right-click on a file or folder and select Scan with Malwarebytes isn't installed/registered correctly.  I'm sure that's not related to this issue, but it does mean that something may have gone wrong with your installation so I would first suggest trying to reinstall the software to see if that fixes the issues.  A clean install would be a good idea just to give it the best chance of working correctly:

1. Download and run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced Options on the main page (not Get Started)
3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here
   

I also saw in your logs that you only excluded those processes from the Web Protection component, so it may help to exclude the entire C:\Program Files (x86)\Ipswitch from Malware Protection to see if that works.  To do so, open Malwarebytes and follow the instructions in this support article under the Exclude a File or Folder section and click the Select Folder... button leaving the first/default option Exclude from detection as malware, ransomware or potentially unwanted item selected so that it is completely excluded from detection.  Once that's done, try running the program again to see if it is able to launch with Malware Protection enabled.

[rorou]

Hello, I did a complete deinstallation with support tool and restarted the machine. Afterwards I reinstalled MB via support tool and activated it. The automatic activation did not work, never mind. Then I excluded the folder and look, it works fine. You were right, the installation was faulty. I did not expected that because the first installation performed normally, no errors. Thx for your efforts! Regards Roland

[exile360]

Excellent, I'm glad the issue is resolved

If you have any other problems or questions or if this issue returns please let us know and we'll do our best to help.

Thanks